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FOCUS AREAS

customer experience journey mapping – design thinking – artificial intelligence – robotic process automation – chatbots – innovation thinking – personalization – cloud – emotional connection – net promoter score – customer effort score – customer satisfaction – retail – ecommerce – social media – customer relationship management – automation – self care – process innovation – people – culture – employee experience – engagement – customer loyalty – mobility – omni channel – gamification – customer life cycle management – analytics – insights – big data – service excellence – user experience – transformation – digitization – live chat – connected generation – strategy – contact centres – technology – machine learning – cognitive learning – consumerism – customer centricity – customer service – human experience – strategy

CX Summit 2024
- AGENDA Highlights (2-days)

Highlights

  • Launch of CX Malaysia
  • Presentation of “State of CX in Malaysia – CX Stars Top 100”; a CCAM & Twimbit research
  • Global Thought-Leadership by Ron Kaufman, Shep Hyken, Simon Kriss and Scott Friedman
  • COPC Global Best CX sharing
  • Case study presentations and sharing by Malaysia Airlines, Telekom Malaysia, Pos Malaysia, DHL Express, LAZADA, RHB and CIMB
  • Digital CX Marketplace with 20 world renowned technology brands.

* Dress Code : Business Casual

DAY 1

AM SESSION

7.30am – Registration opens with welcome breakfast & refreshments

Session starts at 9.00am

  • Opening Remarks Vig Sivalingam, CCAM President & Organizing-Chair of CX Summit
  • Industry keynote from Malaysia Digital Economy Corporation (MDEC)
  • Launch of CX Malaysia
  • State Of CX In Malaysia – Manoj Menon, Twimbit
  • Is GenAI for CX overhyped? – Tiew Chee Leong, NTT DATA

COFFEE BREAK

  • Uplifting Customer Experience: The Next Chapter – Ron Kaufman, Global CX Leader

PM SESSION

  • Customer Experience & Employee Experience Journey of Pos Malaysia – Charles Brewer, Pos Malaysia
  • AI, CX & the Business of Tomorrow: Preparing for a Customer-Centric Future – Sanjay Gupta, NICE
  • [PANEL 1] Malaysia’s Best turns a new chapter for CX – Moderated by Raj Chaudhuri

TEA BREAK

  • Redefining CX for AI and growth – Malcolm Koh, Freshworks
  • Surfing on the Shifting Sands – Dr. Shreekant Vijaykar, COPC Inc.
  • Fostering Engagement and Well-being – Scott Friedman, International Speaker
DAY 2

AM SESSION

7.30am – Welcome breakfast & refreshments

Session starts at 8.45am

  • Recap of Day 1
  • Redefining customer-centricity : Delivering conversational experiences – Yie Hahn Hwong, Sprinklr
  • AI Adoption – Where do we start? – Simon Kriss, International Speaker
  • Elevating the Maxis Experience: A Journey to Customer Delight – Chong Chew May, Maxis Berhad

COFFEE BREAK

  • Creating the “I’ll Be Back” Experience – Shep Hyken, Global CX Leader
  • Learn how to prevent fraud & own your brand – Alvyn Cheang, Vonage & Brian Crowley, Radiant Comm


PM SESSION

  • Forget about the AI Hype. Drive AI Business Outcomes, Now – Patrick Ong, VERINT
  • Lifting off to a higher CX altitude – Emily Sheela Koshy, Malaysia Aviation Group
  • Our Service Journey Evolution with Technology – Syarif Lee, LAZADA Group

COFFEE BREAK

  • [PANEL 2] AI + x = Better CX’; Decoding X – Moderated by Andy Cranshaw
  • Reimagine your Customer Experiences (CX) with AI-First Zoom Contact Center – Eric Loh, Zoom
  • AI Enhanced CX: From Novelty to Necessity – Dang Tin Wai, Nubitel Technology
  • Closing Remarks
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